Experiencing Depersonalised bullying: a study of Indian call-centre agents - Essay Example

Extract of sample
Experiencing Depersonalised bullying: a study of Indian call-centre agents

The case study of the Indian call centre agents absolutely illustrates the dangers of managerial oversight into important dimensions of contemporary business practice that conflict establishment of a fair, ethical and mutually-rewarding model of organisational culture. Managers that believe in the classical approach to management whereby rigid control systems are established as a means of ensuring compliance are clearly present in the case study, where little concern is provided for securing the needs (however complex and varied) of employees suffering from perceived or tangible bullying practices. This case study provided an excellent basket of support for critical management studies using a contemporary lens, providing a sensible and realistic model of potential managerial improvement by examining much more than simply firm-level dynamics to determine the most effective managerial model. Even though, based on the case study, there is likely little opportunity for this bullying to be eliminated, as the highly-engrained corporate culture and rather laissez-faire attitude of managers continue to sanction organisational politics and worker oppression that is considered satisfactory for achieving, first and foremost, business and market advantages. Whether the call centre scenario changes is not necessarily relevant, however the case study illustrates that no acceptable managerial model can be adopted without providing consideration to employees psycho-socially. ...
Download paper


There are fundamental contradictions in contemporary management that conflict utilisation of management theory as compared to actual management practice in the organisation. Traditional and ideological models of management tend to paint a portrait that management is a statistical responsibility…
Author : jeffryaltenwert
Download 8

Related Essays

E-Recruitment in the banking Industry a comparative study in to the UK bank Lloyds TSB and Indian bank ICICI
A primary research study which is composed of a combination of quantitative research survey and research interview was conducted to determine the factors that could significantly influence the e-recruitment practices in both banks. Based on the research findings, the three (3) significant factors that can affect the ability of the banks to maximize the full benefit of its e-recruitment practices includes: the unique recruitment practices in each bank, access to Internet, and the ability of the people to use the computers. To make Lloyds TSB and ICICI be able to maximize its full investment on...
20 pages (5020 words) Dissertation
The Challenges of Call Centre Restructuring
Tengo Ltd., an online supplier of notebook computers, established a customer contact centre to deal with customer complaints and inquiries about the company’s products. Recently, the company decided to restructure because the HR director discovered that there is an overstaffing problem at the call centre. This decision has resulted in job losses. This essay analyses the wisdom of the restructuring of the call centre, taking into account the external factor of the labour market and job competition, as well as the components of change management, performance management, effective leadership,...
8 pages (2008 words) Essay
Critically review the Blossoming Garden Centre Case Study
With this concern the organisation also deals in improving the day-to-day skills of the staffs with the intention to improve the overall organisational productivity through proper implementation of Learning and Development approach. According to Mr. Gordon Rose, there should be a positive attitude always towards the customers, as they bring business to the concern. Thus, there should be no failure in the skills used for effective customer service. Customer satisfaction is the main area of interest for this concern. Blossoming Garden Centre case study deals mainly with the training of the...
10 pages (2510 words) Essay
Critically Review the Blossoming Garden Centre case study
This has called for the emphasis on training and development of the workforce too. Consequently organizations have been observed to be making huge investments in conducting training needs analysis, developing training modules, and delivering the same to its human capital. Organizations constantly creating new knowledge and imparting the same through effective training and development to employees are seen to be providing better services and products to customers than others. Constant learning and development has become the key for success of the organizations (Vemic, 2007, p.1). This project...
10 pages (2510 words) Essay
Call center problems
This organization specializes in diversified fields therefore the personnel totals almost two thousand employees. Being the biggest employer in Glasgow, FCCC is dynamic company, which requires constant innovations and improvements of its performance and working conditions. Lately, Operations Director made investments for restructuring and rebuilding management approaches. With this new policy, Forsythe was counting to achieve improvements of company’s performance, employees’ satisfaction and economic indictors. Regrettably, invested money did not manage to give awaited results. On the...
5 pages (1255 words) Essay
Indian Economy Essay
This paper is a study on the marketing relationships between India and Canada and later on studies the marketing and planning of a launch of a particular Canadian product into the Indian market....
14 pages (3514 words) Essay
Report on the case study
Critical Management Studies stresses at looking the organisation and management theory from wide variety of groups which are affected by educators and business managers who instruct them. Critical theory is one of the important philosophical foundations of critical management studies. Critical theory has more influence on development on CMS than any other related theoretical foundations like post-structuralism, labour process theory, critical realism etc. Critical theory has a distinct paradigmatic characteristics and unique philosophical tradition. Critical theory basically stresses on the...
12 pages (3012 words) Coursework
Got a tricky question? Receive an answer from students like you! Try us!